So you have watched the learning videos. Its now clear to you that the WFM forecasting game has never been what you thought it was. These articles will explain the details of how the old game has put limits on your business. More importantly, you will learn how to communicate the new facts of WFM in ways that will motivate your entire organization to embrace spectacular new results. GAME ON!
Articles: Welcome to SCO
SCO should be really easy to understand. Better, more detailed information naturally produces much better results than incomplete and misleading information. Yet, the most experienced people in the call center industry have great difficulty believing anything could produce a better plan than the established methods. Interestingly, people from outside the call center industry seem to comprehend SCO with great ease. So I invite you to take a quick vacation from what you do and look at
I’m always surprised about the extent to which call centers and their planners feel obligated to perform their tasks according to rules that place so many limits on performance. I have a story for you that may inspire you to look beyond those limitations. Some rules should be followed. Other rules should be broken. The way to know the difference is the results. If breaking the rules produces spectacular results, you know it was OK. During
All about winning... I have a story for you that should help you to understand exactly how to change the game that is played between your call center and the WFM vendors that you work with. The trick is you need to read the story through to the end. If you stop part way, you might think this story is about water basketball. It’s not. During a recent vacation, I twisted my ankle playing soccer. I rested